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# CDRH ‘Customer Satisfaction’ Survey Score Slips
- URL: https://www.fdaweb.com/cdrh-customer-satisfaction-survey-score-slips/
- Published: 2017-01-18T12:00:00.000Z
- Updated: 2026-09-14T22:00:38.000Z
- Author: David McFarland
- Tags: Devices, #legacy-id-D5137752

An ongoing CDRH customer service satisfaction survey score has slipped from 88% of respondents in 2015 reporting that they had received satisfactory responses or information in their Center interactions to a 84% satisfactory rating as of this month. While the survey score has fallen a few points, CDRH says it still has met and exceeded each established target for providing excellent customer service.

An online [survey form](http://www.fda.gov/AboutFDA/CentersOffices/OfficeofMedicalProductsandTobacco/CDRH/ucm384176.htm?ref=fdaweb.com) says that excellent customer service “means understanding and addressing stakeholders’ and colleagues’ needs through active listening, problem-solving, seeking out ideas of others, explaining the reasons for decisions and requests for information, learning from mistakes, and doing our best. Providing excellent customer service improves our interactions with stakeholders and colleagues and supports better regulatory outcomes, which improves public health. Providing excellent customer service does not change our regulatory objections. It does not mean letting unsafe or ineffective devices on the market; it instead requires identifying and meeting our customers’ needs, as appropriate, while still achieving our mission and vision.”

The online survey takes just a couple of minutes to complete. CDRH says it will continue to post its customer satisfaction rating each month based on the survey responses.